If you’re sending out any sort of communications from your Cliniko account—such as email appointment reminders or confirmations, letters, or invoices—you probably know that you can review them in the Communications log! This is handy to be able to see when something was sent, and also what that thing was.
For a variety of reasons, sometimes messages may not actually make it to your patients (not enough SMS credits, an invalid email address, etc.). Previously, we only recorded a “failed” status on outgoing SMS messages. However, we now record a “failed” status on emails as well, if for some reason the message did not make it to the patient. That status will look something like this in the Communication log:
If you see this “failed” status and the patient’s email address is correctly entered in their details, chances are that the message has bounced for some reason. Our support team will be able to investigate the reason why, so if you see that “failed” status, reach out to us, and we can help!
Being able to see the “failed” status should help you know sooner whether or not someone isn’t getting your emails, versus only being made aware of it when a patient reaches out to say they aren’t getting your messages.
As always, if you have any questions, our support team is here to help!